CN116582410B - Intelligent operation and maintenance service method and device based on ITSM system - Google Patents

Intelligent operation and maintenance service method and device based on ITSM system Download PDF

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Publication number
CN116582410B
CN116582410B CN202310598179.4A CN202310598179A CN116582410B CN 116582410 B CN116582410 B CN 116582410B CN 202310598179 A CN202310598179 A CN 202310598179A CN 116582410 B CN116582410 B CN 116582410B
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alarm
maintenance
event
alarm event
data
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CN116582410A (en
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孙钦平
马嘉林
王锁成
潘超杰
崔方剑
胡英杰
王一超
朱华亭
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Qingdao Hisense Information Technology Co ltd
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Qingdao Hisense Information Technology Co ltd
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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
    • H04L41/06—Management of faults, events, alarms or notifications
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
    • H04L41/06—Management of faults, events, alarms or notifications
    • H04L41/0631—Management of faults, events, alarms or notifications using root cause analysis; using analysis of correlation between notifications, alarms or events based on decision criteria, e.g. hierarchy, tree or time analysis
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
    • H04L41/06—Management of faults, events, alarms or notifications
    • H04L41/069—Management of faults, events, alarms or notifications using logs of notifications; Post-processing of notifications
    • Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y04—INFORMATION OR COMMUNICATION TECHNOLOGIES HAVING AN IMPACT ON OTHER TECHNOLOGY AREAS
    • Y04S—SYSTEMS INTEGRATING TECHNOLOGIES RELATED TO POWER NETWORK OPERATION, COMMUNICATION OR INFORMATION TECHNOLOGIES FOR IMPROVING THE ELECTRICAL POWER GENERATION, TRANSMISSION, DISTRIBUTION, MANAGEMENT OR USAGE, i.e. SMART GRIDS
    • Y04S10/00—Systems supporting electrical power generation, transmission or distribution
    • Y04S10/50—Systems or methods supporting the power network operation or management, involving a certain degree of interaction with the load-side end user applications

Abstract

The invention provides an intelligent operation and maintenance service method and device based on an ITSM system, which relate to the technical field of intelligent operation and maintenance and comprise the following steps: acquiring first alarm data and carrying out data analysis to obtain a first alarm event set; acquiring related operation and maintenance scenes and determining overlapped operation and maintenance scenes; analyzing the alarm error rate of each second alarm event in the same overlapped operation and maintenance scene, and acquiring the deployment relation among all terminal devices contained in the same overlapped operation and maintenance scene; determining an event root cause of each second alarm event in the same overlapped operation and maintenance scene; acquiring an operation and maintenance service instruction, and performing intelligent operation and maintenance service on the ITSM system; the processing efficiency of the system on the alarm data is improved, and the operation efficiency of the ITSM system is further improved.

Description

Intelligent operation and maintenance service method and device based on ITSM system
Technical Field
The invention relates to the technical field of intelligent operation and maintenance, in particular to an intelligent operation and maintenance service method and device based on an ITSM system.
Background
At present, with the rapid development of network information technology, the scale of an ITSM system is continuously enlarged, the number of terminal devices is continuously increased and is increasingly complex, the monitoring and alarming difficulties of the terminal devices are also continuously increased, each terminal device generates a large amount of meaningless alarming data every day, the traditional operation and maintenance technology needs operation and maintenance personnel to fully know the system devices and analyze and process the alarming data in person, but the operation and maintenance personnel have uneven working level and limited data processing capacity, so that the working efficiency is lower, if the operation and maintenance personnel cannot process the truly effective alarming data timely and correctly, the fault transfer among the terminal devices is extremely easy to occur, and the operation efficiency of the ITSM system is rapidly reduced.
Therefore, the invention provides an intelligent operation and maintenance service method and device based on an ITSM system.
Disclosure of Invention
The invention provides an intelligent operation and maintenance service method and device based on an ITSM (integrated traffic control) system, which are used for obtaining a first alarm event set by acquiring first alarm data and carrying out data analysis; acquiring related operation and maintenance scenes and determining overlapped operation and maintenance scenes; analyzing the alarm error rate of each second alarm event in the same overlapped operation and maintenance scene, and acquiring the deployment relation among all terminal devices contained in the same overlapped operation and maintenance scene; determining an event root cause of each second alarm event in the same overlapped operation and maintenance scene; acquiring an operation and maintenance service instruction, and performing intelligent operation and maintenance service on the ITSM system; the processing efficiency of the system on the alarm data is improved, and the operation efficiency of the ITSM system is further improved.
The invention provides an intelligent operation and maintenance service method based on an ITSM system, which comprises the following steps:
step 1: acquiring first alarm data which does not meet preset system standards in a current time period by the ITSM system, and carrying out data analysis to obtain a first alarm event set;
step 2: acquiring operation and maintenance scenes related to each first alarm event in the first alarm event set, and determining the existing overlapped operation and maintenance scenes;
Step 3: marking a first alarm event included in each overlapped operation and maintenance scene as a second alarm event, analyzing the alarm error rate of each second alarm event in the same overlapped operation and maintenance scene, and simultaneously acquiring the deployment relation among all terminal devices included in the same overlapped operation and maintenance scene;
step 4: determining the event root cause of each second alarm event in the same overlapped operation and maintenance scene according to the deployment relation, the alarm error rate and the corresponding second alarm data;
step 5: and acquiring an operation and maintenance service instruction according to the event root cause of each second alarm event and the occurrence cause of the first alarm event in each independent operation and maintenance scene, and performing intelligent operation and maintenance service on the ITSM system.
Preferably, acquiring first alarm data which does not meet a preset system standard in a current time period by the ITSM system and performing data analysis to obtain a first alarm event set includes:
acquiring all operation data of the ITSM system in a current time period, and screening first alarm data which do not meet preset system standards;
based on a preset equipment analysis library of each terminal equipment in the ITSM system, carrying out first analysis on the first alarm data, and simultaneously, based on preset abnormal types of the ITSM system, carrying out second analysis on the first alarm data;
And establishing a first alarm event set based on the first analysis result and the second analysis result.
Preferably, the acquiring the operation and maintenance scene related to each first alarm event in the first alarm event set, and determining the existing overlapped operation and maintenance scene includes:
determining each scene to be analyzed related to the same first alarm event;
capturing the number of related events of the same scene to be analyzed;
when the capturing times are more than 1, regarding the corresponding scene to be analyzed as an overlapped operation and maintenance scene;
otherwise, consider a separate operational scenario.
Preferably, marking a first alarm event included in each overlapped operation and maintenance scene as a second alarm event, and analyzing an alarm error rate of each second alarm event in the same overlapped operation and maintenance scene, including:
extracting event characteristics of each second alarm event in the same overlapped operation and maintenance scene, and determining event abnormality types corresponding to the second alarm events from a characteristic-abnormality mapping table;
determining an occurrence time interval of each second alarm event in the same overlapped operation and maintenance scene according to the system log, determining a left analysis boundary and a right analysis boundary of the abnormal type of the corresponding event according to a scene-type-boundary mapping table, and marking the left analysis boundary and the right analysis boundary on a consistent time position of the corresponding occurrence time interval to obtain a section to be analyzed;
Equally dividing the interval to be analyzed according to the following formula to obtain Y+1 subintervals;
the method comprises the steps of carrying out a first treatment on the surface of the Wherein (1)>Representing the dividing times of the interval to be analyzed; />A section value representing a section to be analyzed; />A section value representing a reference section; />A section value representing a corresponding occurrence time section; />Representing a rounding symbol; />A2 is a constant, and a1 takes a value of 0.3; a2 is 0.2;
counting the alarm data type of each subinterval and the alarm degree corresponding to each alarm data type, and obtaining the content to be judged of the corresponding subinterval;
carrying out consistency statistics and analysis on alarm data at each historical time point in all historical occurrence intervals of the same second alarm event;
according to the consistency statistics and analysis results, determining the conservation type and conservation degree of the same historical time point, and constructing and obtaining conservation content of a corresponding subinterval, wherein the conservation content comprises conservation data types contained in the corresponding subinterval and conservation degrees corresponding to each conservation data type;
based on the conserved content of the same subinterval, carrying out true and false judgment on the corresponding content to be judged, determining the true alarm number and the false alarm number of the corresponding subinterval, and locking the first occurrence time t1 of the first true alarm data, the second occurrence time t2 of the first false alarm data and the true and false property z0 of the last alarm data in the corresponding subinterval;
Constructing an alarm failure function G (t 1, t2, z 0) of the corresponding subinterval;
if t1> t2 and z0 is true, then G (t 1, t2, z 0) takes on the value u01;
if t1> t2 and z0 is false, then the value of G (t 1, t2, z 0) is u02;
otherwise, G (t 1, t2, z 0) takes on the value u03;
according to the following formula, calculating the initial error rate of each subinterval in the corresponding second alarm event:
the method comprises the steps of carrying out a first treatment on the surface of the Wherein (1)>Representing the initial error rate of the 1 st subinterval in the corresponding second alarm event; />Representing the number of false alarms corresponding to the (i 1) th subinterval in the second alarm event; />Representing the true alarm number of the 1 st subinterval in the corresponding second alarm event;
determining the alarm error rate P corresponding to the second alarm event according to all initial error rates of the same second alarm event:
the method comprises the steps of carrying out a first treatment on the surface of the Wherein max represents a maximum value symbol; />Representing all +.>Average value of (2); />Representing all +.>Maximum value of (2); />Representing all +.>Is the minimum value of (a);
and determining an event root cause corresponding to the second alarm event based on the alarm error rate.
Preferably, obtaining the deployment relationship between all terminal devices included in the same overlapped operation and maintenance scene includes:
Acquiring a resource propagation diagram and a historical service call data diagram of each terminal device contained in the same overlapped operation and maintenance scene;
and determining the deployment relation among the terminal devices in the same overlapped operation and maintenance scene according to the acquired result.
Preferably, determining an event root cause of each second alarm event in the same overlapped operation and maintenance scene according to the deployment relationship, the alarm error rate and the corresponding second alarm data includes:
acquiring the equipment similarity of the terminal equipment corresponding to each second alarm event and the corresponding other terminal equipment with deployment relation, and analyzing the propagation situation of the abnormal operation data corresponding to each second alarm event;
wherein the propagation scenario comprises: down-propagation, up-propagation, and no-propagation scenarios between devices;
determining a fault propagation diagram of the ITSM system according to the propagation situation corresponding to each second alarm event;
acquiring all historical root causes under the same overlapped operation and maintenance scene, and determining the event root cause accuracy of each second alarm event according to the alarm error rate and the corresponding second alarm data;
the method comprises the steps of carrying out a first treatment on the surface of the Wherein K1 represents determining an event root accuracy corresponding to the second alarm event; / >Representing an alarm error rate corresponding to the second alarm event; />Representing the historical alarm data corresponding to all the historical root causes in the same overlapped operation and maintenance scene; />Second alarm data representing a corresponding second alarm event; />Representing intersection symbols; e represents a constant, and the value is 2.7; ln represents the sign of the logarithmic function;
and when the event root cause accuracy of each second alarm event is higher than the corresponding preset minimum event root cause accuracy, determining the event root cause of the corresponding second alarm event according to the fault propagation diagram.
Preferably, according to the event root cause of each second alarm event and the occurrence cause of the first alarm event in each independent operation and maintenance scene, an operation and maintenance service instruction is obtained, and intelligent operation and maintenance service is performed on the ITSM system, including:
acquiring occurrence reasons of first alarm events in each independent operation and maintenance scene, screening operation and maintenance service indications of the first alarm events from an operation and maintenance service indication library, and determining operation and maintenance service indications of the second alarm events from an operation and maintenance service indication mapping table according to event root causes of each second alarm event;
and carrying out intelligent operation and maintenance on the ITSM system according to the first alarm event operation and maintenance service indication and the second alarm event operation and maintenance service indication.
Preferably, an intelligent operation and maintenance service device based on an ITSM system comprises:
alarm analysis module: acquiring first alarm data which does not meet preset system standards in a current time period by the ITSM system, and carrying out data analysis to obtain a first alarm event set;
and the operation and maintenance positioning module is used for: acquiring operation and maintenance scenes related to each first alarm event in the first alarm event set, and determining the existing overlapped operation and maintenance scenes;
and the operation and maintenance analysis module is used for: marking a first alarm event included in each overlapped operation and maintenance scene as a second alarm event, analyzing the alarm error rate of each second alarm event in the same overlapped operation and maintenance scene, and simultaneously acquiring the deployment relation among all terminal devices included in the same overlapped operation and maintenance scene;
root cause analysis module: determining the event root cause of each second alarm event in the same overlapped operation and maintenance scene according to the deployment relation, the alarm error rate and the corresponding second alarm data;
and the operation and maintenance service module is used for: and acquiring an operation and maintenance service instruction according to the event root cause of each second alarm event and the occurrence cause of the first alarm event in each independent operation and maintenance scene, and performing intelligent operation and maintenance service on the ITSM system.
Additional features and advantages of the invention will be set forth in the description which follows, and in part will be obvious from the description, or may be learned by practice of the invention. The objectives and other advantages of the invention will be realized and attained by the structure particularly pointed out in the written description and claims thereof as well as the appended drawings.
The technical scheme of the invention is further described in detail through the drawings and the embodiments.
Drawings
The accompanying drawings are included to provide a further understanding of the invention and are incorporated in and constitute a part of this specification, illustrate the invention and together with the embodiments of the invention, serve to explain the invention. In the drawings:
fig. 1 is a flowchart of an intelligent operation and maintenance service method based on an ITSM system in an embodiment of the present invention;
FIG. 2 is a diagram illustrating an occurrence time interval of a second alarm event according to an embodiment of the present invention;
fig. 3 is a schematic diagram of a deployment relationship between terminal devices in an embodiment of the present invention;
fig. 4 is an intelligent operation and maintenance service device based on an ITSM system in an embodiment of the present invention.
Detailed Description
The preferred embodiments of the present invention will be described below with reference to the accompanying drawings, it being understood that the preferred embodiments described herein are for illustration and explanation of the present invention only, and are not intended to limit the present invention.
The embodiment of the invention provides an intelligent operation and maintenance service method based on an ITSM system, which is shown in figure 1 and comprises the following steps:
step 1: acquiring first alarm data which does not meet preset system standards in a current time period by the ITSM system, and carrying out data analysis to obtain a first alarm event set;
step 2: acquiring operation and maintenance scenes related to each first alarm event in the first alarm event set, and determining the existing overlapped operation and maintenance scenes;
step 3: marking a first alarm event included in each overlapped operation and maintenance scene as a second alarm event, analyzing the alarm error rate of each second alarm event in the same overlapped operation and maintenance scene, and simultaneously acquiring the deployment relation among all terminal devices included in the same overlapped operation and maintenance scene;
step 4: determining the event root cause of each second alarm event in the same overlapped operation and maintenance scene according to the deployment relation, the alarm error rate and the corresponding second alarm data;
step 5: and acquiring an operation and maintenance service instruction according to the event root cause of each second alarm event and the occurrence cause of the first alarm event in each independent operation and maintenance scene, and performing intelligent operation and maintenance service on the ITSM system.
In this embodiment, ITSM (IT Service Management ), which is a set of high quality methods that help enterprises effectively manage the planning, development, implementation, and operation of IT systems.
In this embodiment, the current time period refers to a time period in which the ITSM system is operated last time, for example, a time period from the current time to 24 hours forward is the current time period of the ITSM system.
In this embodiment, the first alarm data refers to alarm data generated by the ITSM system failing to meet a preset system standard in all the operation data in the current time period, where the preset system standard is preset and may be an operation standard of a certain operation parameter, for example, when the value a1 of the operation parameter is greater than the preset value a0, the value a1 of the operation parameter is regarded as failing to meet the preset system standard, and the value a1 of the operation parameter is regarded as the alarm data.
In this embodiment, the data analysis refers to analyzing and classifying the first alarm data according to a preset equipment analysis library of the terminal equipment of the ITSM system and a preset abnormality type of the ITSM system, for example, a certain first alarm data A1 is analyzed to obtain alarm data caused by abnormal conditions in the terminal equipment A1.
In this embodiment, the first alarm event set refers to a set of first alarm events corresponding to the first alarm data, for example, the first alarm events corresponding to the first alarm data a1, a2 and b2 are a set, where the alarm events refer to trigger events corresponding to failure to meet a preset system standard, for example, alarm events caused by damage to the device 001 on the device 1 according to the alarm data.
In this embodiment, the operation and maintenance scenario refers to an intelligent operation and maintenance process required when each first alarm event in the ITSM system is solved, for example, an intelligent operation and maintenance process adopted when the department a solves the first alarm event in the ITSM system is regarded as a certain operation and maintenance scenario of the ITSM system.
In this embodiment, if the first alarm event involves only one operation and maintenance scenario, it is considered as an independent operation and maintenance scenario, for example, the first alarm event a1 only needs the department a to perform intelligent operation and maintenance on the first alarm event a1, and the intelligent operation and maintenance process of the first alarm event a1 is the independent operation and maintenance scenario when the first alarm event a1 is captured by the system 1 time.
Otherwise, it is an overlapping operation and maintenance scene, for example, the first alarm event B1 needs the department a and the department B to perform intelligent operation and maintenance on the first alarm event B1, and the first alarm event B1 is captured by the system 2 times, so that the intelligent operation and maintenance process of the first alarm event B1 is the overlapping operation and maintenance scene.
In this embodiment, the second alarm event refers to an alarm event marked on the first alarm event in the overlapping operation and maintenance scenario, for example, as shown in fig. 2, AB is the second alarm event.
In this embodiment, the alarm failure rate of each second alarm event in the same overlapped operation and maintenance scenario refers to an error generated in the alarm process of the second alarm event by the system, for example, an error alarm and a missed alarm.
In this embodiment, the deployment relationship between all the terminal devices included in the same overlapped operation and maintenance scenario refers to a resource propagation relationship and a service call relationship between each terminal device, for example, as shown in fig. 3, a deployment relationship exists between the devices A1 A2.
In this embodiment, the second alarm data refers to alarm data corresponding to each second alarm event in the same overlapped operation and maintenance scene.
In this embodiment, the event root cause of each second alarm event in the same overlapped operation and maintenance scenario refers to the actual fault cause that causes the second alarm event to occur.
In this embodiment, the operation and maintenance service instruction is an intelligent operation and maintenance mode formulated by the ITSM system for solving the alarm data.
The beneficial effects of the technical scheme are as follows: acquiring first alarm data and analyzing the data to obtain a first alarm event set; acquiring related operation and maintenance scenes and determining overlapped operation and maintenance scenes; analyzing the alarm error rate of each second alarm event in the same overlapped operation and maintenance scene, and acquiring the deployment relation among all terminal devices contained in the same overlapped operation and maintenance scene; determining an event root cause of each second alarm event in the same overlapped operation and maintenance scene; acquiring an operation and maintenance service instruction, and performing intelligent operation and maintenance service on the ITSM system; the processing efficiency of the system on the alarm data is improved, and the operation efficiency of the ITSM system is further improved.
The embodiment of the invention provides an intelligent operation and maintenance service method based on an ITSM system, which comprises the steps of obtaining first alarm data which does not meet preset system standards in a current time period of the ITSM system and analyzing the data to obtain a first alarm event set, wherein the first alarm event set comprises the following steps of:
acquiring all operation data of the ITSM system in a current time period, and screening first alarm data which do not meet preset system standards;
based on a preset equipment analysis library of each terminal equipment in the ITSM system, carrying out first analysis on the first alarm data, and simultaneously, based on preset abnormal types of the ITSM system, carrying out second analysis on the first alarm data;
and establishing a first alarm event set based on the first analysis result and the second analysis result.
In this embodiment, the first parsing means that the first alert data is parsed according to the historical alert data in each terminal device of the ITSM system, and determines which terminal device it belongs to, for example, the first alert data A1 is parsed to obtain that it belongs to the terminal device A1.
In this embodiment, the preset exception types include: spatial anomalies, condition anomalies, and drift anomalies.
In this embodiment, the second parsing means that the first alarm data is parsed according to the preset abnormality type of the ITSM system, and determines which abnormality type the first alarm data belongs to, for example, the first alarm data a1 is parsed to obtain that the first alarm data belongs to a condition abnormality.
The beneficial effects of the technical scheme are as follows: by performing first analysis and second analysis on the first alarm data and performing visual processing and classification processing on the alarm data, the detection efficiency of abnormality is improved, and the high-efficiency processing of the alarm data in system operation and maintenance is facilitated.
The embodiment of the invention provides an intelligent operation and maintenance service method based on an ITSM system, which comprises the steps of obtaining operation and maintenance scenes related to each first alarm event in a first alarm event set, determining the existing overlapped operation and maintenance scenes, and comprising the following steps:
determining each scene to be analyzed related to the same first alarm event;
capturing the number of related events of the same scene to be analyzed;
when the capturing times are more than 1, regarding the corresponding scene to be analyzed as an overlapped operation and maintenance scene;
otherwise, consider a separate operational scenario.
In this embodiment, the scene to be analyzed refers to an operation and maintenance scene related to the same first alarm event, for example, the first alarm event b1 relates to an operation and maintenance scene 1 and an operation and maintenance scene 2, and then the operation and maintenance scene 1 and the operation and maintenance scene 2 are the scenes to be analyzed.
The beneficial effects of the technical scheme are as follows: the scene to be analyzed is divided into an independent operation and maintenance scene and an overlapped operation and maintenance scene, so that the subsequent analysis of the alarm event is facilitated, the analysis accuracy of the alarm event is improved, and the system operation efficiency is ensured.
The embodiment of the invention provides an intelligent operation and maintenance service method based on an ITSM (integrated traffic control) system, which marks a first alarm event included in each overlapped operation and maintenance scene as a second alarm event, analyzes the alarm error rate of each second alarm event in the same overlapped operation and maintenance scene and comprises the following steps:
extracting event characteristics of each second alarm event in the same overlapped operation and maintenance scene, and determining event abnormality types corresponding to the second alarm events from a characteristic-abnormality mapping table;
determining an occurrence time interval of each second alarm event in the same overlapped operation and maintenance scene according to the system log, determining a left analysis boundary and a right analysis boundary of the abnormal type of the corresponding event according to a scene-type-boundary mapping table, and marking the left analysis boundary and the right analysis boundary on a consistent time position of the corresponding occurrence time interval to obtain a section to be analyzed;
equally dividing the interval to be analyzed according to the following formula to obtain Y+1 subintervals;
the method comprises the steps of carrying out a first treatment on the surface of the Wherein (1)>Representing the dividing times of the interval to be analyzed; />A section value representing a section to be analyzed; />A section value representing a reference section; />A section value representing a corresponding occurrence time section; />Representing a rounding symbol; / >A2 is a constant, and a1 takes a value of 0.3; a2 is 0.2;
counting the alarm data type of each subinterval and the alarm degree corresponding to each alarm data type, and obtaining the content to be judged of the corresponding subinterval;
carrying out consistency statistics and analysis on alarm data at each historical time point in all historical occurrence intervals of the same second alarm event;
according to the consistency statistics and analysis results, determining the conservation type and conservation degree of the same historical time point, and constructing and obtaining conservation content of a corresponding subinterval, wherein the conservation content comprises conservation data types contained in the corresponding subinterval and conservation degrees corresponding to each conservation data type;
based on the conserved content of the same subinterval, carrying out true and false judgment on the corresponding content to be judged, determining the true alarm number and the false alarm number of the corresponding subinterval, and locking the first occurrence time t1 of the first true alarm data, the second occurrence time t2 of the first false alarm data and the true and false property z0 of the last alarm data in the corresponding subinterval;
constructing an alarm failure function G (t 1, t2, z 0) of the corresponding subinterval;
if t1> t2 and z0 is true, then G (t 1, t2, z 0) takes on the value u01;
If t1> t2 and z0 is false, then the value of G (t 1, t2, z 0) is u02;
otherwise, G (t 1, t2, z 0) takes on the value u03;
according to the following formula, calculating the initial error rate of each subinterval in the corresponding second alarm event:
the method comprises the steps of carrying out a first treatment on the surface of the Wherein (1)>Representing the initial error rate of the 1 st subinterval in the corresponding second alarm event; />Representing the number of false alarms corresponding to the (i 1) th subinterval in the second alarm event; />Representing the true alarm number of the 1 st subinterval in the corresponding second alarm event;
determining the alarm error rate P corresponding to the second alarm event according to all initial error rates of the same second alarm event:
the method comprises the steps of carrying out a first treatment on the surface of the Wherein max represents a maximum value symbol; />Representing all +.>Average value of (2); />Representing all +.>Maximum value of (2); />Representing all +.>Is the minimum value of (a);
and determining an event root cause corresponding to the second alarm event based on the alarm error rate.
In this embodiment, the occurrence time interval of the second alarm event refers to an event time interval from when alarm data is detected to when normal is resumed, for example, as shown in fig. 2, the data AB is data of the second alarm event recorded by the system, and the a1a2a3a4 interval is the occurrence time interval of the second alarm event.
In this embodiment, as shown in fig. 2, b1b2 is a left analysis boundary of a corresponding event exception type determined according to a scene-type-boundary mapping table; c1c2 is a right analysis boundary of the corresponding event exception type determined according to the scene-type-boundary mapping table; the b1b2c1c2 interval is the interval to be analyzed.
In this embodiment, the alarm data type of each subinterval includes: spatial anomaly alert data, condition anomaly alert data, drift anomaly alert data, and pseudo alert data, wherein the spatial anomaly alert data, condition anomaly alert data, drift anomaly alert data are all true alert data, the pseudo alert data comprise: and (5) missing report alarm data and false report alarm data.
In this embodiment, the alarm degree corresponding to each alarm data type is different, for example, the alarm degree corresponding to the space abnormal alarm data is 0.7, the alarm degree corresponding to the condition abnormal alarm data is 0.5, and the alarm degree corresponding to the pseudo alarm data is 0.2.
In this embodiment, consistency statistics and analysis refers to a process of processing alarm data at each historical time point in all the historical occurrence intervals of the same second alarm event, for example, alarm data at each historical time point in all the historical occurrence intervals of the same second alarm event includes spatial abnormal alarm data, condition abnormal alarm data, drift abnormal alarm data and false alarm data, and then the data are counted, and at the same time, alarm degrees corresponding to the various data and having consistent alarm degrees are counted.
In this embodiment, the conservative content of the corresponding subinterval refers to the correct alarm data type and the corresponding correct alarm degree obtained through consistency statistics and analysis, for example, the conservative type of the same historical time point includes: spatial abnormality warning data, condition abnormality warning data, and false alarm warning data; the conservation degree corresponding to the space abnormal alarm data is 0.8, the conservation degree corresponding to the condition abnormal alarm data is 0.4, and the conservation degree corresponding to the false alarm data is 0.3.
In this embodiment, the number of true alarms and the number of false alarms corresponding to the subinterval refer to data obtained after the corresponding content to be judged is true or false judged by the conserved content of the same subinterval, for example, the number of true alarms corresponding to the subinterval is judged to be 10, the number of false alarms is judged to be 20, the first occurrence time of the first true alarm data is 5, the second occurrence time of the first false alarm data is 7, and the last alarm data is the false alarm data.
In this embodiment, the initial failure rate of each subinterval in the second alarm event refers to the possibility of making an alarm judgment failure for each subinterval.
In this embodiment, the alarm failure rate of the second alarm event refers to the alarm failure rate of the occurrence time interval of the corresponding second alarm event calculated according to the initial failure rate of each subinterval.
In this embodiment, if the alarm error rate of the second alarm event is not greater than 0.2, it may be determined that the event root cause of the corresponding second alarm event, for example, the alarm error rate of the second alarm event is 0.1, and according to the system log, it is primarily determined that the event root cause of the corresponding second alarm event may be event root cause 1.
The beneficial effects of the technical scheme are as follows: and the data processing efficiency is improved by equally dividing the interval to be analyzed, the event root cause of the corresponding second alarm event is preliminarily determined by calculating the alarm error rate, the subsequent judgment and the corresponding intelligent operation and maintenance instruction formulation are facilitated, and the operation and maintenance efficiency is improved.
The embodiment of the invention provides an intelligent operation and maintenance service method based on an ITSM system, which comprises the following steps of:
acquiring a resource propagation diagram and a historical service call data diagram of each terminal device contained in the same overlapped operation and maintenance scene;
and determining the deployment relation among the terminal devices in the same overlapped operation and maintenance scene according to the acquired result.
In this embodiment, the resource propagation diagram of each terminal device refers to a system resource propagation diagram determined by historical resource data, event history data, and location data stored by each terminal device in the ITSM system.
In this embodiment, the historical service call data diagram of each terminal device refers to a service call data diagram formed by a possible service call chain when the system tracks and records service calls and service interaction relations of each terminal device.
In this embodiment, the deployment relationship between each terminal device in the same overlapping operation and maintenance scenario includes: the terminal devices mutually affect the deployment relationship, the terminal devices mutually do not affect the deployment relationship and the upper and lower level deployment relationship of the terminal devices, for example, as shown in fig. 3, the terminal devices A1A2 are the terminal devices mutually affect the deployment relationship; terminal equipment A1A4 is a terminal equipment upper and lower level deployment relationship, namely, the terminal equipment A1 can influence the terminal equipment A4, and the terminal equipment A4 has no influence on the terminal equipment A1; terminal equipment A5A7 is the terminal equipment which does not affect the deployment relationship.
The beneficial effects of the technical scheme are as follows: the deployment relation among the terminal devices in the same overlapped operation and maintenance scene is determined, so that the fault propagation possibility of each terminal device when the terminal device fails is analyzed, the positioning capability of the system on the fault is improved, the system resources are reasonably utilized, and the safety of each terminal device is ensured.
The embodiment of the invention provides an intelligent operation and maintenance service method based on an ITSM system, which determines the event root cause of each second alarm event in the same overlapped operation and maintenance scene according to the deployment relation, the alarm error rate and the corresponding second alarm data, and comprises the following steps:
Acquiring the equipment similarity of the terminal equipment corresponding to each second alarm event and the corresponding other terminal equipment with deployment relation, and analyzing the propagation situation of the abnormal operation data corresponding to each second alarm event;
wherein the propagation scenario comprises: down-propagation, up-propagation, and no-propagation scenarios between devices;
determining a fault propagation diagram of the ITSM system according to the propagation situation corresponding to each second alarm event;
acquiring all historical root causes under the same overlapped operation and maintenance scene, and determining the event root cause accuracy of each second alarm event according to the alarm error rate and the corresponding second alarm data;
the method comprises the steps of carrying out a first treatment on the surface of the Wherein K1 represents determining an event root accuracy corresponding to the second alarm event; />Representing an alarm error rate corresponding to the second alarm event; />Representing the historical alarm data corresponding to all the historical root causes in the same overlapped operation and maintenance scene; />Second alarm data representing a corresponding second alarm event; />Representing intersection symbols; e represents a constant, and the value is 2.7; ln represents the sign of the logarithmic function;
and when the event root cause accuracy of each second alarm event is higher than the corresponding preset minimum event root cause accuracy, determining the event root cause of the corresponding second alarm event according to the fault propagation diagram.
In this embodiment, the device similarity refers to the degree of similarity of device data between the terminal devices having a deployment relationship, for example, between the terminal devices A1A2 having a deployment relationship that affects each other, and if the resource utilization rates of the terminal devices are identical, the terminal devices A1A2 are considered to be similar terminal devices, and when the terminal device A1 fails abnormally, the failure may be propagated to the terminal device A2, so that the higher the device similarity between the terminal device corresponding to each second alarm event and the corresponding other terminal devices having a deployment relationship, the faster the system needs to locate and solve the failure.
In this embodiment, the accuracy of the event root of each second alarm event refers to determining the accuracy of the event root of the second alarm event by comparing the alarm error rate with the corresponding second alarm data, for example, the preset minimum event root accuracy is 0.8, if the accuracy of the event root 1 of the second alarm event is calculated to be 0.9 and the accuracy of the event root 2 is calculated to be 0.6, the event root 1 of the second alarm event is finally determined.
The beneficial effects of the technical scheme are as follows: acquiring the equipment similarity of each terminal equipment, reasonably distributing system analysis resources, solving the fault with highest efficiency, and avoiding the occurrence of fault transfer to cause the loss of system resources; and the event root cause accuracy of the second alarm event is calculated, so that the fault occurrence cause can be accurately determined, proper operation and maintenance instructions can be matched, and the operation and maintenance efficiency can be improved.
The embodiment of the invention provides an intelligent operation and maintenance service method based on an ITSM system, which obtains an operation and maintenance service instruction according to the event root cause of each second alarm event and the occurrence cause of a first alarm event in each independent operation and maintenance scene, and carries out intelligent operation and maintenance service on the ITSM system, and comprises the following steps:
acquiring occurrence reasons of first alarm events in each independent operation and maintenance scene, screening operation and maintenance service indications of the first alarm events from an operation and maintenance service indication library, and determining operation and maintenance service indications of the second alarm events from an operation and maintenance service indication mapping table according to event root causes of each second alarm event;
and carrying out intelligent operation and maintenance on the ITSM system according to the first alarm event operation and maintenance service indication and the second alarm event operation and maintenance service indication.
In this embodiment, the first alarm event operation and maintenance service instruction refers to an instruction for calling the intelligent operation and maintenance service method of the ITSM system to process the first alarm event in the single operation and maintenance scenario, for example, an instruction for calling the intelligent operation and maintenance service method for solving the first alarm event a1 is the first alarm event operation and maintenance service instruction 1.
In this embodiment, the event root-operation and maintenance service indication mapping table refers to an operation and maintenance service indication called by the operation and maintenance processing event root recorded by the ITSM system, for example, an alarm event b1 for calling operation and maintenance service indication 2 to solve a condition exception.
In this embodiment, the second alarm event operation and maintenance service instruction refers to an instruction for calling the ITSM system to process the intelligent operation and maintenance service method of the second alarm event in the overlapped operation and maintenance scene, for example, call the second alarm event operation and maintenance service instruction 3 to solve the second alarm event b2 belonging to the condition abnormality in the overlapped operation and maintenance scene.
The beneficial effects of the technical scheme are as follows: the first alarm event operation and maintenance service indication and the second alarm event operation and maintenance service indication are used for intelligently operating and maintaining alarm data under various operation and maintenance scenes, so that the processing efficiency of the ITSM system is improved, and the effective operation of the ITSM system is ensured.
The embodiment of the invention provides an intelligent operation and maintenance service device based on an ITSM system, as shown in fig. 4, comprising:
alarm analysis module: acquiring first alarm data which does not meet preset system standards in a current time period by the ITSM system, and carrying out data analysis to obtain a first alarm event set;
and the operation and maintenance positioning module is used for: acquiring operation and maintenance scenes related to each first alarm event in the first alarm event set, and determining the existing overlapped operation and maintenance scenes;
and the operation and maintenance analysis module is used for: marking a first alarm event included in each overlapped operation and maintenance scene as a second alarm event, analyzing the alarm error rate of each second alarm event in the same overlapped operation and maintenance scene, and simultaneously acquiring the deployment relation among all terminal devices included in the same overlapped operation and maintenance scene;
Root cause analysis module: determining the event root cause of each second alarm event in the same overlapped operation and maintenance scene according to the deployment relation, the alarm error rate and the corresponding second alarm data;
and the operation and maintenance service module is used for: and acquiring an operation and maintenance service instruction according to the event root cause of each second alarm event and the occurrence cause of the first alarm event in each independent operation and maintenance scene, and performing intelligent operation and maintenance service on the ITSM system.
The beneficial effects of the technical scheme are as follows: acquiring first alarm data and analyzing the data to obtain a first alarm event set; acquiring related operation and maintenance scenes and determining overlapped operation and maintenance scenes; analyzing the alarm error rate of each second alarm event in the same overlapped operation and maintenance scene, and acquiring the deployment relation among all terminal devices contained in the same overlapped operation and maintenance scene; determining an event root cause of each second alarm event in the same overlapped operation and maintenance scene; acquiring an operation and maintenance service instruction, and performing intelligent operation and maintenance service on the ITSM system; the processing efficiency of the system on the alarm data is improved, and the operation efficiency of the system is further improved.
It will be apparent to those skilled in the art that various modifications and variations can be made to the present invention without departing from the spirit or scope of the invention. Thus, it is intended that the present invention also include such modifications and alterations insofar as they come within the scope of the appended claims or the equivalents thereof.

Claims (8)

1. An intelligent operation and maintenance service method based on an ITSM system is characterized by comprising the following steps:
step 1: acquiring first alarm data which does not meet preset system standards in a current time period by the ITSM system, and carrying out data analysis to obtain a first alarm event set;
step 2: acquiring operation and maintenance scenes related to each first alarm event in the first alarm event set, and determining the existing overlapped operation and maintenance scenes;
step 3: marking a first alarm event included in each overlapped operation and maintenance scene as a second alarm event, analyzing the alarm error rate of each second alarm event in the same overlapped operation and maintenance scene, and simultaneously acquiring the deployment relation among all terminal devices included in the same overlapped operation and maintenance scene;
step 4: determining the event root cause of each second alarm event in the same overlapped operation and maintenance scene according to the deployment relation, the alarm error rate and the corresponding second alarm data;
step 5: and acquiring an operation and maintenance service instruction according to the event root cause of each second alarm event and the occurrence cause of the first alarm event in each independent operation and maintenance scene, and performing intelligent operation and maintenance service on the ITSM system.
2. The intelligent operation and maintenance service method based on the ITSM system as claimed in claim 1, wherein the steps of obtaining the first alarm data of the ITSM system which does not meet the preset system standard in the current time period and performing data analysis to obtain the first alarm event set include:
Acquiring all operation data of the ITSM system in a current time period, and screening first alarm data which do not meet preset system standards;
based on a preset equipment analysis library of each terminal equipment in the ITSM system, carrying out first analysis on the first alarm data, and simultaneously, based on preset abnormal types of the ITSM system, carrying out second analysis on the first alarm data;
and establishing a first alarm event set based on the first analysis result and the second analysis result.
3. The intelligent operation and maintenance service method based on the ITSM system according to claim 1, wherein obtaining the operation and maintenance scene related to each first alarm event in the first alarm event set, and determining the existing overlapped operation and maintenance scene, comprises:
determining each scene to be analyzed related to the same first alarm event;
capturing the number of related events of the same scene to be analyzed;
when the capturing times are more than 1, regarding the corresponding scene to be analyzed as an overlapped operation and maintenance scene;
otherwise, consider a separate operational scenario.
4. The intelligent operation and maintenance service method based on the ITSM system according to claim 1, wherein marking the first alarm event included in each overlapped operation and maintenance scene as the second alarm event, and analyzing the alarm error rate of each second alarm event in the same overlapped operation and maintenance scene comprises:
Extracting event characteristics of each second alarm event in the same overlapped operation and maintenance scene, and determining event abnormality types corresponding to the second alarm events from a characteristic-abnormality mapping table;
determining an occurrence time interval of each second alarm event in the same overlapped operation and maintenance scene according to the system log, determining a left analysis boundary and a right analysis boundary of the abnormal type of the corresponding event according to a scene-type-boundary mapping table, and marking the left analysis boundary and the right analysis boundary on a consistent time position of the corresponding occurrence time interval to obtain a section to be analyzed;
equally dividing the interval to be analyzed according to the following formula to obtain Y+1 subintervals;
the method comprises the steps of carrying out a first treatment on the surface of the Wherein (1)>Representing the dividing times of the interval to be analyzed; />A section value representing a section to be analyzed; />A section value representing a reference section; />A section value representing a corresponding occurrence time section; />Representing a rounding symbol; />A2 is a constant, and a1 takes a value of 0.3; a2 is 0.2;
counting the alarm data type of each subinterval and the alarm degree corresponding to each alarm data type, and obtaining the content to be judged of the corresponding subinterval;
carrying out consistency statistics and analysis on alarm data at each historical time point in all historical occurrence intervals of the same second alarm event;
According to the consistency statistics and analysis results, determining the conservation type and conservation degree of the same historical time point, and constructing and obtaining conservation content of a corresponding subinterval, wherein the conservation content comprises conservation data types contained in the corresponding subinterval and conservation degrees corresponding to each conservation data type;
based on the conserved content of the same subinterval, carrying out true and false judgment on the corresponding content to be judged, determining the true alarm number and the false alarm number of the corresponding subinterval, and locking the first occurrence time t1 of the first true alarm data, the second occurrence time t2 of the first false alarm data and the true and false property z0 of the last alarm data in the corresponding subinterval;
constructing an alarm failure function G (t 1, t2, z 0) of the corresponding subinterval;
if t1> t2 and z0 is true, then G (t 1, t2, z 0) takes on the value u01;
if t1> t2 and z0 is false, then the value of G (t 1, t2, z 0) is u02;
otherwise, G (t 1, t2, z 0) takes on the value u03;
according to the following formula, calculating the initial error rate of each subinterval in the corresponding second alarm event:
the method comprises the steps of carrying out a first treatment on the surface of the Wherein (1)>Representing the initial error rate of the 1 st subinterval in the corresponding second alarm event; />Representing the number of false alarms corresponding to the (i 1) th subinterval in the second alarm event; / >Representing the true alarm number of the 1 st subinterval in the corresponding second alarm event;
determining the alarm error rate P corresponding to the second alarm event according to all initial error rates of the same second alarm event:
the method comprises the steps of carrying out a first treatment on the surface of the Wherein max represents a maximum value symbol; />Representing all +.>Average value of (2); />Representing all +.>Maximum value of (2);representing all +.>Is the minimum value of (a);
and determining an event root cause corresponding to the second alarm event based on the alarm error rate.
5. The intelligent operation and maintenance service method based on the ITSM system as claimed in claim 1, wherein the step of obtaining the deployment relationship between all the terminal devices included in the same overlapped operation and maintenance scene comprises the following steps:
acquiring a resource propagation diagram and a historical service call data diagram of each terminal device contained in the same overlapped operation and maintenance scene;
and determining the deployment relation among the terminal devices in the same overlapped operation and maintenance scene according to the acquired result.
6. The intelligent operation and maintenance service method based on the ITSM system according to claim 5, wherein determining an event cause of each second alarm event in the same overlapped operation and maintenance scene according to the deployment relation, the alarm error rate and the corresponding second alarm data comprises:
Acquiring the equipment similarity of the terminal equipment corresponding to each second alarm event and the corresponding other terminal equipment with deployment relation, and analyzing the propagation situation of the abnormal operation data corresponding to each second alarm event;
wherein the propagation scenario comprises: down-propagation, up-propagation, and no-propagation scenarios between devices;
determining a fault propagation diagram of the ITSM system according to the propagation situation corresponding to each second alarm event;
acquiring all historical root causes under the same overlapped operation and maintenance scene, and determining the event root cause accuracy of each second alarm event according to the alarm error rate and the corresponding second alarm data;
the method comprises the steps of carrying out a first treatment on the surface of the Wherein K1 represents determining an event root accuracy corresponding to the second alarm event; />Representing an alarm error rate corresponding to the second alarm event; />Representing the historical alarm data corresponding to all the historical root causes in the same overlapped operation and maintenance scene; />Second alarm data representing a corresponding second alarm event;representing intersection symbols; e represents a constant, and the value is 2.7; ln represents the sign of the logarithmic function;
and when the event root cause accuracy of each second alarm event is higher than the corresponding preset minimum event root cause accuracy, determining the event root cause of the corresponding second alarm event according to the fault propagation diagram.
7. The intelligent operation and maintenance service method based on the ITSM system according to claim 1, wherein the acquiring operation and maintenance service instruction according to the event root cause of each second alarm event and the occurrence cause of the first alarm event in each individual operation and maintenance scene, performing intelligent operation and maintenance service on the ITSM system comprises:
acquiring occurrence reasons of first alarm events in each independent operation and maintenance scene, screening operation and maintenance service indications of the first alarm events from an operation and maintenance service indication library, and determining operation and maintenance service indications of the second alarm events from an operation and maintenance service indication mapping table according to event root causes of each second alarm event;
and carrying out intelligent operation and maintenance on the ITSM system according to the first alarm event operation and maintenance service indication and the second alarm event operation and maintenance service indication.
8. An intelligent operation and maintenance service device based on an ITSM system is characterized by comprising:
alarm analysis module: acquiring first alarm data which does not meet preset system standards in a current time period by the ITSM system, and carrying out data analysis to obtain a first alarm event set;
and the operation and maintenance positioning module is used for: acquiring operation and maintenance scenes related to each first alarm event in the first alarm event set, and determining the existing overlapped operation and maintenance scenes;
And the operation and maintenance analysis module is used for: marking a first alarm event included in each overlapped operation and maintenance scene as a second alarm event, analyzing the alarm error rate of each second alarm event in the same overlapped operation and maintenance scene, and simultaneously acquiring the deployment relation among all terminal devices included in the same overlapped operation and maintenance scene;
root cause analysis module: determining the event root cause of each second alarm event in the same overlapped operation and maintenance scene according to the deployment relation, the alarm error rate and the corresponding second alarm data;
and the operation and maintenance service module is used for: and acquiring an operation and maintenance service instruction according to the event root cause of each second alarm event and the occurrence cause of the first alarm event in each independent operation and maintenance scene, and performing intelligent operation and maintenance service on the ITSM system.
CN202310598179.4A 2023-05-24 2023-05-24 Intelligent operation and maintenance service method and device based on ITSM system Active CN116582410B (en)

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